To keep customer data protected while embracing new technology, intelligent cloud security solutions should be implemented alongside strong password policies like multi-factor authentication to mitigate unauthorized access. Moreover, a serious e-government digital divide is that services mostly used by social elites. Microsoft is quietly building a mobile Xbox store that will rely on Activision and King games. By the end of 2015, Tencent's WeChat messaging app reached around 700 million users. For public e-service the internet is the main channel of e-service delivery while other classic channels (e.g. E-Government: Proposal addresses Critical Challenges. N 4 August 2008, GAO.(2002). (2006) An analysis of the e-service literature: towards a research agenda. Low penetration of ICT especially in the developing countries; intrusive characteristics of the service (e.g. An Overview of e-Government Metadata Standards and Initiatives based on Dublin Core. same region, sub-Saharan Africa, where the structural and institutional constraints to e-government diffusion are similar. Basic structure. Although this meaning of the term is often used in the context of computer interfaces, there is no reason to confine it to computers.[46]. (2002). While the latter is worthwhile, efficiency must still remain a key priority for eGovernment given the budget constraints compounded in the future by the costs of an ageing population. The perceived effectiveness of e-service can be influenced by publics view of the social and cultural implications of e-technologies and e-service. ), Sheth., J.N., Sharma, A., (2007). Microsofts Activision Blizzard deal is key to the companys mobile gaming efforts. The purpose of content marketing is to create and share relevant written, downloadable, and visual media so your target audience can learn about your brand, expertise, and products or services. Government agencies are expected to work with regulatory groups in order to avoid these problems. However, in complicated services there are needed to change some prevailed skills, such as replacing verbal skills with skill in searching for information online. E-commerce sales are projected to grow 10 to 12 percent annually. If you are also looking for Digital Marketing solutions for your business, you can find out more here: Digital Marketing PSG. Due to both spyware and security holes in operating systems, there is a concern that the transactions that consumers undertake have privacy limitations. Measuring cost/benefits of e-business applications and customer 6th International Conference (EGOV 2007, Regensburg, Germany), 4656, Bannister F. (2007). Huawei has an annual revenue income of $61 billion. ACET and Other Assessment Tools. Big Blue Interactive's Corner Forum is one of the premiere New York Giants fan-run message boards. The adaptive challenges of e-government go far beyond technology, they call for organizational structures and skills, new forms of leadership, transformation of public-private partnerships (Allen et al., 2001).[15]. Customers do not take like intrusive behavior and may not use the e-service platform. (2007) Inclusion in the E-Service Society Investigating Administrative Literacy Requirements for Using E-Services. Tencent is another internet company with an annual revenue income of $16 billion. The curse of the benchmark: an assessment of the validity and value of e-government comparisons, International Review of Administrative Sciences, 73 (2), 171-188, Helbig, N; Gil-Garca, J; Ferro, E (2009). Assessing Section 508 compliance on federal e-government Web sites: A multi-method, user-centered evaluation of accessibility for persons with disabilities. U.S General Accounting Office, Govt of the USA, Axelsson, K, Melin, f, Lindgren, I, (2009) DEVELOPING PUBLIC E-SERVICES FOR SEVERAL STAKEHOLDERS A MULTIFACETED VIEW OF THE NEEDS FOR AN E-SERVICE. The phrase gives three examples of the unalienable rights which the Declaration says have been given to all humans by their Creator, and which governments are created to protect. Nevertheless, some e-government initiatives have flourished in developing countries too, e.g. [13], Many government agencies in developed countries have taken progressive steps toward the web and ICT use, adding coherence to all local activities on the Internet, widening local access and skills, opening up interactive services for local debates, and increasing the participation of citizens on promotion and management of the territory(Graham and Aurigi, 1997). Many new technologies in the E-commerce sector are yet to come. The three main components of e-services are: For example, with respect to public e-service, public agencies are the service provider and citizens as well as businesses are the service receiver. The future of e-service is bright but some challenges remain. Apple's sales for E-commerce in 2015 was $12 billion. (2001). ICT, in general, is referred to as an enabler, but on the other hand, it should also be regarded as a challenge and a peril in itself. Gov. The possibility of fraud will continue to reduce the utilization of the internet. Lu (2001)[6] identifies a number of benefits for e-services, some of these are: The term e-service has many applications and can be found in many disciplines. Rwanda has undergone a rapid turnaround from one of the most technologically deficient countries only a decade ago to a country The Union government is mainly composed of the executive, the A note on SERVQUAL reliability and validity in information system service quality measurement. 17th European Conference on Information Systems, Scholl, H. J. This is It is anticipated that the fraud on the e-commerce internet space costs $2.8 billion. [18] In recognition of these benefits, various arms of the South African government have embarked on a number of e-government programmes for example the Batho Pele portal, SARS e-filing, the e-Natis system, electronic processing of grant applications from remote sites, and a large number of departmental information websites. Lowering of entry barrier to new markets and cost of acquiring new customers, Alternative communication channel to customers. Brazil, India, Chile, etc. Managing Service Quality (12:3), 2002, 135-138, Janda, S., Trocchia, P. J., and Gwinner, K. (2002). NCUAs Information Security Examination and Cybersecurity Assessment Program. Tencent is used mainly for instant messaging but has other applications as well including mobile games and other digital content. has become one of the continent's leaders in, and model on, bridging the digital divide through e-government. "Life, Liberty and the pursuit of Happiness" is a well-known phrase in the United States Declaration of Independence. For example, by stealthily following online activities, firms can develop fairly accurate descriptions of customer profiles. Information Security - technological advancements allow government agencies to collect, store and make data available online to individuals and organizations. Some of the major keywords of e-service as found in the e-government research are as follows: User acceptance of technology is defined according to Morris (1996, referred by Wu 2005, p.1)[32] as the demonstrable willingness within a user group to employ information technology for the tasks it is designed to support. So, in recent years there seems to have been efforts for providing various e-services in many developing countries since ICT is believed to offer considerable potential for the sustainable development of e-Government and as a result, e-Services. Government Information Quarterly, 26(2009), 8997, Shalini, R. (2009). processing layers (customer service systems, interaction layer ( integrating e-services), and. ), Mawangi, W.(2006) The social relations of e-government diffusion in developing countries: the case of Rwanda, Proceedings of the 2006 international conference on Digital government research, May 2124, 2006, San Diego, California, van Brakel, P.A. The following table summarizes some major of these: The LIRNEasia study [Alawattegama & Wattegama (2008)] focuses more on content than on accessibility and ease of use, unlike the other studies mentioned in the table. This theme also includes the international benchmarking of e-government services (UN reports, EU reports); much critic has been targeting these reports being incomprehensive and useless. Like the other principles in the Declaration of Independence, this phrase is E-Services: A framework for growth. Measuring cost/benefits of e-business applications and customer satisfaction, Proceedings of the 2nd International Web Conference, 2930 November, Perth, Australia, 139-47, Jiang, J.J.; Klein, G. and Crampton, S.M. Internet Research, 16 (3), 339-359, Alasem, A. Axelsson et al. Citizens and businesses expect to be allowed to access data in a flexible manner (at any time and from any location). E-commerce means buying or selling goods and services electronically via the internet. [48], The benefits of e-services in advancing businesses efficiency and in promoting good governance are huge; recognizing the importance of these benefits has resulted in number of international awards that are dedicated to recognize the best designed e-services. Education and information access are more than ever the keys to economic prosperity, yet access by individuals in different countries is not equal - this social inequity has become known as the digital divide. Service Excellence in Electronic Channels. Furthermore, if they are poorly designed, they risk distorting government policies as countries may chase the benchmark rather than looking at real local and national needs, Digital divide is considered one of the main barriers to implementing e-services; some people do not have means to access the e-services and some others do not know how to use the technology (or the e-service). Impact on Social Interaction advancements in ICT and e-Technology solutions have enabled many government functions to become automated and information to be made available online. A considerable amount of research efforts already exists on the subject matter exploring different aspects of e-service and e-service delivery; one worth noting effort is Rowley's study (2006)[1] who did a review study on the e-service literature. According to by Shalini (2009),[38] the results of the research project reveal that a high index may be only indicating that a country is e-ready in terms of ICT infrastructure and info-structure, institutions, policies, and political commitment, but it is a very poor measure of the e-readiness of citizens. Meeting these expectations comes at a price to government agencies where it concerns managing information more specifically, ease of access; data integrity and accuracy; capacity planning to ensure the timely delivery of data to remote (possibly mobile) sites; and managing the security of corporate and public information. Developing countries have focused on the development of ICT during the last two decades and as a result, it has been recognized that ICT is critical to economy and is as a catalyst of economic development. telephone, call center, public kiosk, mobile phone, television) are also considered. The five attributes of this model are: reliability, responsiveness, assurance, tangibles, and empathy. Its services are globally available in Russia and Brazil through AliExpress. Since, we don't have a crystal ball, it is impossible to predict, accurately, the future! Wu, Philip F. (2009). A Proposal to assess the Service Quality of Online Travel Agencies: An Exploratory Study. There are some challenges in e-service, as Sheth & Sharma (2007)[30] identify, are: The first challenge and primary obstacle to the e-service platform will be the penetration of the internet. Understanding the complexity of electronic government: Implications from the digital divide literature. The quality of its website also demonstrates how advanced a regulatory agency is. The key finding of his study is that there is need to explore dimensions of e-service delivery not focusing only on service quality In order to understand e-service experiences it is necessary to go beyond studies of e-service quality dimensions and to also take into account the inherent characteristics of e-service delivery and the factors that differentiate one service experience from another.. For example, firms can contact people through mobile devices at any time and at any place. ", Most of the reports and the established criteria focus on assessing the services in terms of infrastructure and public policies ignoring the citizen participation or e-readiness. Philippines e-Service Awards Philippines(Started 2001) Categories: Outstanding Client Application of the Year, Outstanding Customer Application of the year, Groundbreaking Technology of the Year, Most Progressive Homegrown Company of the Year. Some companies monitor their employees' computer usage patterns in order to assess individual or workgroup performance. The second issue of concern is a fraud on the internet. [44] The stakeholder theory suggests that need to focus on all the involved stakeholder s when designing the e-service; not only on the government and citizens. Cybersecurity's importance is on the rise. Another meaning of usability is related to the ease of use of an interface. Supply Chain Risk Management (SCRM) and educate consumers on the importance of savings and how they can improve their financial well-being. CISO MAG is a widely read & referred cybersecurity magazine and news publication for latest Information Security trends, analysis, webinars, podcasts. Some of these are: Practical examples of e-services in the Developing World, Examples of E-services in Established Countries, E-services in the United States of America, Challenges to e-services in the Developing World, Social, cultural and ethical implications of e-services, Rowley, J. Asgarkhani, M. (2002). E-Services is one of the pilot projects under the Electronic Government Flagship within the Multimedia Super Corridor (MSC) initiative. In the context of biometric identification, usability referred to the smoothness of enrollment and other tasks associated with setting up an identification system. (2001). [24], China's recent realization of the continuing growth of internet usage has caused the government to recognize the need to expand their E-government services. Leverage our proprietary and industry-renowned methodology to develop and refine your strategy, strengthen your teams, and win new business. Journal of Value Chain Management, 1(1/2). eGovernment empowering businesses: MEPA, the Public Administration eMarketplace (, Category 3. eGovernment enabling administrative efficiency and effectiveness: Licensing of Hunters via the Multibanco ATM Network (, International Journal of E-services and Mobile Applications, International Journal of Electronic Government, International Journal of Electronic Commerce, Journal of the Association for Information Systems, This page was last edited on 7 October 2022, at 00:07. Proceedings of the 41st Hawaii International Conference on System Sciences, USA, Lfstedt, U. There are various factors puzzling when viewed against the limited progress made in other comparable developing countries, especially those located in the Google challenges Baidu as the major internet search engines in the world. Government Information Quarterly 23 (2006) 169190, Grnlund, ., Hatakka, M. and Ask, A. (2001). where legislative business is conducted online and wireless access to the Internet is available anywhere in the country. According to Helbig et al. Companies such as eBay and Etsy have achieved great success, with eBay posting a net income in 2016 of nearly $9 billion and Esty claiming roughly $200 million in profits from nearly $2 billion sales. Such expectations are not unique to this country, and in this regard there is a need for governments to recognise that the implementation of e-government systems and e-services affords them the opportunity to enhance service delivery and good governance.
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